Senior IT Operations Analyst

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is one of the fastest growing insurance brokers in the United States, and as such, is reshaping its technology strategy to support the rapid growth and scaling of the business. Leveraging technical and business acumen alike, the IT Incident and Problem Manager will play a pivotal role in the alignment of the business vision, technology strategy and the IT portfolio execution. You will partner with IT teams and domain experts across Brown & Brown’s divisions to ensure technology availability through solid incident and problem management processes, and support higher systems availability through leading technology disaster recovery socialization and lifecycle continuance.

Who We Are:  Brown & Brown, Inc. is a growing global insurance brokerage firm delivering risk management solutions and services since 1939.  Our unique culture is built on honestly, integrity, innovation and discipline and defines who we are and how we treat our customers, teammates and the communities we serve.  We think of ourselves as a team, so we have teammates---not employees.  We prioritize health, family, and business---in that order.  We embrace and celebrate diversity, always striving to be an inclusive place where you have the power to be yourself.  Traded on the New York Stock Exchange as BRO, Brown & Brown is a big company that doesn’t act like one.

Who We Are Looking For:  We are looking for passionate team players who believe in working hard and having fun in a collaborative environment.  Our team is customer-focused and values the importance of strong relationships, professionalism, and trust.  We embrace solutions-oriented big thinkers who are committed to results and aren’t afraid to take risks.  We are driven to set goals high and aim even higher.

What You'll Do:

• Utilize ITSM operations for B&B to include Incident Management and Problem Management.

• Build reports for overall SLA and performance management for critical functions (applications and services).

• · Build up-to-date status reports for disaster recovery plan and infrastructure of all divisional mission and business critical applications utilizing extracts from ServiceNow.

• Protect the data of a business, as well as their hardware and software, by creating technical disaster recovery plans.

• Partner with IT Teammates and Business Technical Partners in coordinating, testing, and updating disaster recovery plans for all Tier 1 and Tier 2 applications to make sure things work seamlessly when needed.

• Providing Disaster Recovery training for staff members.

• Partner with IT Teammates and Business Technical Partners to plan, coordinate and execute the restoration of vital systems and data after a natural or human-made disaster.

• Working with teams of engineers, technicians, and other professionals to ensure that their organization can quickly bounce back from any type of disruption.

• Evangelize de-centralized teams across multiple divisions to leverage ITSM processes and tools (Service Now)

• Facilitate calls/bridges, including escalating and reaching out to applicable subject matter experts to troubleshoot high impact incidents and restore operations. NOTE: this is required 24 by 7, but generally, B&B operates during business hours.

• Ensure post-mortem of incidents.

• Lead All-Hands-On-Deck bridges for critical incidents, as well as chronic issues that require deeper troubleshooting and analysis.

• Collaborate with divisions to define and maintain distribution lists to customize incident communications to stakeholders that are affected.

• Be the authoritative source of incidents, including status, root cause, and resolution.

• Proactively identify trends and opportunities to improve efficiency, cost effectiveness, and/or quality in how IT delivers service to customers

• Provide insights based on historical data that helps IT teams solve chronic issues that impede operations

• Establish a stable performance environment by monitoring and analyzing problems

• Ensure problems are identified and solved as rapidly and efficiently as possible

• Build partnerships and relationships with all divisions

• Support Disaster Recovery on behalf of B&B. Assist in preparing the enterprise disaster recovery and business continuity plans, policies, and procedures, and up to date status

• Partner with ServiceNow team to ensure data is maintained.

• Work with direct supervision to enhance monitoring of critical applications and develop operational run books